At Bobby Rahal Motorcar Co., a Mercedes-Benz dealership just north of Pittsburgh, mornings begin with what they call "the lineup." Before the doors open, the employees on duty meet to talk about what's important for that day and what's important for the dealership. It is part pep talk and part inspirational message, and employees share what they call "wow stories" -- anecdotes of how fellow employees provided outstanding customer service, and how a store customer appreciated it.